BPESA

Renowned for its excellent sales services capabilities,KwaZulu-Natal has the vision of being a prosperous Province with a healthy, secure and skilled population, living in dignity and harmony, acting as a gateway to Africa and the World by 2035.

Macro Economic Overview

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Major Cities and Population Areas

  • Durban-Ethekwini 3,856,877
  • Ululndi-Zululand 932 329
  • Post Shepstone-Ugu 785,792
  • Pietermaritzburg-Msunduzi 708 496
  • Newcastle 405,404
  • Richards Bay 252,868

Population Demographics

  • Provincial population: 11,074,783
  • Current male population: 5,287,732
  • Current female population: 5,787,051
  • Youth population aged 18 - 35: 3,535,645
  • Percentage of youth population: 31%
  • Business language: English

Economic Indicators

  • Provincial GDP in Rand: R692,222 Billion
  • Provincial GDP in US$: $48.4 Billion
  • SA GDP Contribution: 16%
  • GDP Per Capita: R66,254 ($4,633)
  • Economic Growth: 1.2% in 2018

 

Top GBS Services

KZN GBS Services

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BPO and Contact Centre Capabilities

Front Office BPO Capabilities

  • Sales & Conversion Services
  • Lead Generation & Management
  • Retentions, Cross-selling & Upselling
  • Customer Churn & Winback
  • Inbound/Outbound Voice Services
  • Loyalty & Affinity
  • Debt Recovery

 

Next-Gen Digital Contact Centre Expertise

  • Instant Messaging
  • Social Media
  • Web Chat
  • Omnichannel Communications

Business Process Services

Specialist Niche Domain Capabilities

  • Finance & Accounting (F&A)
  • IT Outsourcing (ITO)
  • Logistics & Supply Chain Management
  • Legal Services
  • Knowledge Process Outsourcing (KPO)
  • Back Office Processing
  • Data Analytics
  • Robotic Process Automation Capabilities
  • Artificial Intelligence (AI) Expertise

 

Vertical Industries

Specialist Services

  • Banking & Financial Services
  • Healthcare & Medical
  • Insurance
  • Retail & eCommerce
  • Technology
  • Telecoms
  • Travel and Tourism
  • Utilities & Energy

 

 

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People and Skills

KZN People and Skills

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Current Youth Population: 3,535,645

Skills and Training Initiatives

  • Agent-to-Agent Coaching
  • Data Analytics Training
  • Digital Skills Training
  • Blended Learning
  • Classroom Based Learning
  • Contact Centre Training
  • Compliance Training
  • CX Training
  • eLearning
  • Leadership Coaching
  • On-the-job Training
  • Technical Training
  • Workplace Readiness

KZN Domestic Services
GBS Headcount: 13,574

KZN International
GBS Headcount: 12,046

 

Channels and Technology

KZN Channels and Technology

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Automation and Technology

  • Artificial Intelligence (AI)
  • Biometrics
  • Business-process-as-a-Service (BpaaS)
  • Campaign Management
  • Cloud Technology
  • Contact-centre-as-a-Service (CcaaS)

 

  • Data Protection Applications
  • Employee Collaboration Tools
  • Gamification
  • Internet of Things (IoT)
  • Machine Learning
  • Marketing Automation

 

  • Mobile Applications
  • Quality Assurance Tools
  • Robotic Process Automation (RPA)
  • Social Engagement Tools
  • Unified Communications
  • Workforce Optimisation

 

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Customer Service Channels

  • Agent/Voice
  • Chat Bots
  • Email
  • Fax
  • Instant Messaging

 

  • IVR
  • Mobile
  • Omnichannel
  • Outbound Campaign Diallers
  • Post

 

  • Predictive Routing
  • Social Media
  • SMS
  • Website
  • Web Chat

 

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